The player from Greece is having difficulties withdrawing her winnings due to an incomplete KYC process. We rejected the complaint because the player didn't cooperate with us and didn't respond to our messages and questions.
Dear Eleftheria,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process.
Since you have filed this complaint a week ago, could you please advise if your withdrawal is still pending? Also, did you receive the phone call? I would like to know if your account has finally been verified.
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
I know that this particular casino was fraudulently sent to me for the verification of my item, they sent me an e-mail telling me that my item has been verified and I can withdraw everything else, it is fake, the company is very simple, they did not deposit my money maybe even if I play I will never suggest a bet score after this treatment
Dear Eleftheria,
I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.
Additionally, I would like to ask you to write in greek alphabet, because the translator cannot translate your text and it takes too much time to solve this problem through our external translators. Thank you for understanding.
Dear Eleftheria,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.